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Social media for customer service

A basic deck to support two hours of structured discussion and activities, to help people think beyond social media for campaigns. Delivered originally to Essex County Council as part of their Art of the Possible Festival 2015

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Social media for customer service

  1. 1. Tim Lloyd @timolloyd
  2. 2. How can we use social media to: • listen to the people of Essex • respond to their questions • get feedback to help delivery
  3. 3. Sometimes phone, face-to-face or email is better, or necessary • privacy • skills, availability • preference
  4. 4. But: • 25-40% of inbound calls avoidable (Customer Contact Association) • 87% of customers want proactive contact for customer service (inContact) • Reduce call centre costs by up to 25% (Enkata)
  5. 5. People’s expectations have changed
  6. 6. Five opportunities for customer service: 1. listening 2. consulting 3. signposting 4. connecting services 5. correcting misinformation
  7. 7. How can social media map to Essex priorities? Think: • keywords or phrases that are useful to monitor • consulting: specific communities or services • small pilot projects
  8. 8. Troll s Connectors Fan s Statement makers Complainers Requesters Speculators Usefulness Demand for response
  9. 9. 1. read the cards 2. discuss tone and implications 3. think about which character these cards belong to 4. how might we respond?
  10. 10. Staff
  11. 11. Five opportunities for customer service: 1. listening 2. consulting 3. signposting 4. connecting services 5. correcting misinformation
  12. 12. • Rate this session 1-10 • One thing will you take away from this? • How can this be improved for another time? Thank you

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